Anjella De Los Reyes

In the contact center admin interface, the Enquiry registration is an optional feature enabling agents to register the reasons for the requests. If enabled, you can also add a free-text comment to each request. With this information, your companys supervisor or administrator can easily fetch statistical reports showing all registrations from all agents and get an overview of the most common types of requests. This feature can be displayed as a side panel or a separate window.

In the old Enquiry Registration page, the categories, along with their associated topics, are structured as single-level entities. Within this framework, Topic selection can either be of the Single-choice or Multiple-choice type, offering limited flexibility. This single-level approach, while functional, does not accommodate the need for more detailed data collection that multi-level configurations can provide.

Enquiry Registration page (old design)

Role

As the UX Designer embedded within the product team, I was responsible for leading the research, ideation, and design of a new Enquiry Registration (EnqReg) interface. My goal was to transform the system that could support multi-level categorization creating a more intelligent and responsive user experience for both admins and agents.

Research

To ensure our solution was grounded in reality, I had a meetings with product owner to understand their configuration workflows and pain points. I also navigated the existing system to find out what slowed them down.

How did I improved Configuration page for Enquiry registration?

Ideation

With insights in hand, I want to introduces a multi-level category system and  created the design on how the admin takes to accomplish a specific task within a page.

Key Challenges and Solutions

The challenge was how to build a multi-level category structure that was powerful enough for nested configuration, yet simple enough to be usable. I addressed this by designing a nested-structure interface where options would expand  based on prior selections. Instead of showing everything upfront.

Design

The new design of Enquiry Registration (EnqReg) page in the admin interface introduces a multi-level category system. This enhancement allows administrators to define and configure categories. I created the high-fidelity prototyping using Figma, where I crafted both the admin configuration interface and the agent-facing flow. Special attention was given to hierarchy clarity, using indentation, and iconography to make parent-child relationships visually obvious. The design also allowed admins to preview how a configured flow would appear to agents, reducing the risk of misconfiguration.

Configuration in the admin interface

Agent View

Testing

Once the prototypes were ready, we tested them. The product owner and developers found the experience intuitive and significantly more efficient than the previous system.

Outcome (Result)

The new Enquiry Registration page’s multi-level configuration offers numerous benefits, including improved data collection, enhanced agent efficiency, increased accuracy, better customer experience, scalability, enhanced reporting and analytics, ensured compliance and standardization, and a competitive advantage. This design upgrade provides a more efficient, effective, and customer-centric enquiry handling process.